Address
Form of workCUSTOMER CARE MANAGER
Job Description
Department: Customer Care
Reports to: CEO/President
Position Type: Full-Time ( 40 hours/wk)
Classification: Exempt (Administrative)
WC Code: 5610 - Contractors
EEO Class: 1 - First/Mid-Level Officials and Mgrs
Schedule: M-F weekends as needed
Pay Range: 70000. – 85000./annual
Position Description:
This position is responsible for providing quality and efficient service to customers through the daily management of a team of Customer Care employees. Responsibilities include safety, interviewing, hiring, and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
Essential Functions/Accountabilities:
- Solicitation management, which involves but is not limited to monitoring solicitation activity and working with the company CEO And Marketing team to mitigate risk from solicitation
- Provides effective leadership to the staff of the Customer Care Department to ensure that all goals and objectives are met in accordance with company policies and procedures
- Manages staffing, training, and performance evaluations to develop and improve the Customer Care department policies and procedures
- Addresses disciplinary and/or performance problems according to company policy
- Coordinates, schedules and oversees the completion of all service work and all other tasks and activities of the Customer Care Department
- Ensures that all service work and all other tasks and responsibilities of the Customer Care Department are completed by established company completion dates and that work complies with company quality and customer service standards
- Ensures that all subcontractor work is completed in a prompt, courteous and efficient manner meeting performance guidelines and company expectations
- Ensures that all subcontractor and homeowner concerns are addressed efficiently and effectively
- Tends to unhappy homeowners, subcontractors, attorneys and other regulatory agencies as needed to resolve concerns while adhering to company objectives
- Analyzes and controls expenditures of the department to conform to budgetary requirements and efficiency improvement
- Analyze and report on customer satisfaction to maintain high satisfaction ratings
- Maintains appropriate data and provides required reports according to schedule
- Provides improvement suggestions for existing departmental procedures or innovate with new ideas
- Attends executive management meetings
- Hosts and manages homeowner GV101 meetings
- Available on call for afterhours emergencies.
- Assists with the department workload, which includes but is not limited to coordinating repairs, maintaining polls on resale property, working with the title companies and update dept. database
Competencies:
- Ability to lead a department in performance and departmental goals
- Proficient in Microsoft Office Suite with an emphasis in Microsoft Excel and Microsoft Word
- Excellent communication skills
- Demonstrated ability to remain calm, focused, positive and cheerful while changing direction and priorities frequently.
- Demonstrated ability to develop and motivate a team
- Demonstrated ability to effectively present information and respond to questions from groups of managers, clients, customers and the public
- Ability to write reports, business correspondence and procedure manuals
- Demonstrated ability in managing multiple tasks in a fast-paced environment
- Demonstrated ability to remain calm, focused, positive and cheerful while changing direction and priorities frequently
- Ability to manage difficult customers in a friendly and effective manner
- Works closely with the quality, sales, production, estimating/purchasing and design departments
Supervisory Responsibility:
- This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.
Work Environment:
- This job operates both in the field and in a professional office environment. While in the office, this position will utilize standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines. While operating in the field, the position routinely uses a vehicle to transport between construction sites and client’s properties for homeowner orientation and service calls, with exposure to various environmental conditions.
Analysis of Physical Demands
Frequency (based on typical week)
- N = Never
- O = Occasional (1%-33% of time)
- F = Frequent (34%-66% of time)
- C = Constant (67%-100% of time)
Activity
N
O
F
C
Activity
N
O
F
C
Lifting/Carrying
Twisting/Turning
Under 10 lbs
X
Reach over shoulder
X
11-20 lbs
X
Reach over head
X
21-50 lbs
X
Reach outward
X
51-100 lbs
X
Climb
X
Over 100 lbs
X
Crawl
X
Kneel
X
Pushing/Pulling
Squat
X
Under 10 lbs
X
Sit
X
11-20 lbs
X
Walk-Normal Surfaces
X
21-50 lbs
X
Walk-Uneven Surfaces
X
51-100 lbs
X
Walk-Slippery Surfaces
X
Over 100 lbs
X
Stand
X
Bend
X
Driving
Automatic Transmission
X
Standard Transmission
X
Other
Keyboard/Ten Key
X
Fine finger dexterity
X
Handling (grasping, holding)
X
Repetitive Motion - Hands
X
Repetitive Motion - Feet
X
Position Type/Expected Hours of Work:
- This is a full time at will position, and work hours are typically Monday through Friday 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as department needs demand. Will require work on Saturdays as needed on a rotational “on call” schedule.
Travel:
- Travel is primarily local within the San Joaquin Valley. Requires the use of personal vehicle to travel to construction sites, GVH residential developments, spec homes, and/or client’s homes for service calls.
Additional Eligibility Qualifications
- Valid California Driver’s License
Work Authorization:
- Must be eligible to work in the United States
Minimum Requirements:
- High School Diploma or GED;
- Two years of experience in a customer service capacity preferred;
- Two years of construction industry experience preferred;
- Experience as an assistant superintendent role or equivalent is preferred;
- Must be available on Saturdays as needed, and for rotational “on call” weekend schedule;
- The ability to work with current forms of technology such as the operation of iPad, Desktop Computer and software (Microsoft Outlook, Word and Excel, etc.)
- A valid California driver’s license and auto insurance;
This job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities. It is not an employment contract and the Company reserves the right to modify job duties or job description at any time.
